Escalation Management Senior Specialist

📋 Description

• Manage customer and executive escalations with care.
• Provide technical solutions contributing to customer programs.
• Coach and mentor employees in the Q University program.
• Interface with cross-functional teams to address escalations.
• Proactively mitigate escalations by addressing customer pain points.
• Participate in on-call rotations (including weekends).

🎯 Requirements

• Bachelor’s degree from a competitive university
• Strong multitasker able to manage multiple projects
• Ability to learn technical concepts and explain to non-technical users
• Experience mentoring entry-level specialists
• Familiarity with software and front-end development
• Excellent verbal and written communication; strong problem-solving

🎁 Benefits

• Monthly Wellness Bonus
• 30 paid days off (PTO, personal, holidays)
• 401k match program
• Medical benefits: Healthcare, Vision, Dental
• Onsite perks: free lunch, snacks, gym, massage chairs